Job Description:

Job Title: Technology Support Consultant (Lead)

Corp Title: UP to VP

Location: Milan, Italy

Company Overview:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Responsibilities:

• This role provides Level 2 support and guidance for desktop support operations in Milan, ensuring a secure, stable, and high‑performance end‑user environment. The position is responsible for:

• Leading technical escalations and resolving complex issues across OS, applications, networks, hardware, and collaboration platforms.

• Acting as the local technology point of authority, ensuring compliance with global standards and technology governance expectations.

• Driving operational excellence, proactive incident reduction, and service improvements aligned with global ETS strategy.

• Coordinating with regional technology leads, infrastructure teams, and business stakeholders to ensure exceptional user experience.

• Supporting organisational programs such as M365, Windows evergreening, VDI expansion, and device lifecycle management.

• Communicating clearly, empathetically, and professionally with senior users, including front‑office stakeholders.

Essential Skills

• Expert-level proficiency in Windows 11, Microsoft 365, collaboration tools, and supporting enterprise productivity applications.

• Strong understanding of Active Directory, AAD, Group Policy, conditional access, and identity lifecycle processes.

• Solid knowledge of network fundamentals, DNS/DHCP, VPN, Wi‑Fi troubleshooting, and awareness of Windows/Unix server interaction points.

• Advanced capability in diagnosing issues across laptops, desktops (HP/Dell), peripherals, UC devices, and conferencing rooms.

• Experience supporting iOS/Android, mobile security, and MDM/Intune solutions.

• Exceptional customer‑service orientation with the ability to handle sensitive or time‑critical issues calmly and diplomatically.

• Knowledge of ITIL with demonstrated experience in incident, problem, change, and major‑incident participation.

• Analytical ability to perform root‑cause analysis, pattern identification, and proactive remediation.

• Excellent written and verbal communication skills tailored for non‑technical and senior business audiences.

• Ability to coordinate multiple priorities, especially in demanding front‑office environments.

• A collaborative mindset, supporting peers across EMEA and contributing to regional consistency.

• Ability to coach junior engineers and drive knowledge‑sharing within the Milan site.

• Fluency in Italian

Site Lead Skills

• Ability to communication clearly with users at all levels, including senior and front‑office stakeholders.

• Calm and professional behaviour during incidents, outages, or high‑pressure situations.

• Strong sense of ownership and accountability, taking responsibility for issues through to resolution.

• Sound judgment and integrity, working within security, risk, and compliance expectations.

• Collaboration and teamwork, working effectively with local teams and regional Technology stakeholders.

• People leadership, supporting, guiding, and developing junior engineers through example.

Desired Skills

• Experience with ServiceNow or equivalent enterprise ITSM platforms.

• Previous experience supporting technology in Financial Services, front‑office, or similarly regulated industries.

• Familiarity with broader collaboration ecosystems (e.g., Zoom, Webex, meeting-room AV systems).

• Exposure to virtualization platforms (e.g., VMware, Citrix), including VDI troubleshooting.

• Awareness of cybersecurity practices, phishing response, secure device handling, and GIS-aligned controls.

• Experience managing or coordinating local vendors, onsite engineers, or hardware suppliers.

• Knowledge of device lifecycle management, imaging, and endpoint compliance baselines.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender/sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, membership of the Traveller community, age, sexual orientation, pregnancy or maternity, civil status, socio-economic background, responsibility for dependants, family status or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.